Becoming a Touring Professional
Course Info
Code IND15-101
Duration 5 Days
Format Classroom
Course Summary
The tourism industry is essential to many countries and areas in order to bring in profit from tourists to support the economy. To ensure that attractions thrive, it’s important that tourism professionals in every capacity are motivated, knowledgeable, and supportive of the product that they are trying to push.
These skills require tourism professionals to engage in their role and make a conscious effort to stay on trend with customers’ needs and desires. This requires the ability to research, conduct regular training and work together as a team to share best practice.
Customer focus is a massive part of hospitality and tourism professionals also need to consider the customer journey and experience in everything they do to work towards continuous improvement. This may involve asking for feedback, developing new processes and procedures, and considering risks to the business and tourist industry in the area as a whole. Working towards a better service requires thorough road mapping, consideration of feedback, and continuous training to provide the best service and keep tourists coming back time after time.
It’s not all about the tourists though. Managing a tourism company or a team of employees means that you need to work closely with partners and stakeholders to ensure you maintain a great location for your offering and are meeting the expectations of those that you partner with.
- To understand the needs of tourists and apply changes to your processes based on feedback.
- To develop contingency plans based on changes to the environment and climate to fulfill your obligations.
- To share best practice with other tourism professionals based on experiences.
- To review the customer journey for each experience to aim for continuous improvement.
- To conduct audits on your service offering and put in processes to manage and mitigate risks.
- To recruit and train the right employees for the role and manage using motivational techniques.
- Understand how to develop and maintain mutually beneficial stakeholder and partner relationships.
This course is designed for anyone working within the tourism industry who is responsible to manage a team of tourism professionals in order to sell an experience or product. It would be most beneficial for:
- Hospitality Managers
- HR Managers
- Account Managers
- Frontline Hospitality Employees
- Recruitment Professionals
- Project Managers
- Planning Managers
This course uses a variety of adult learning methods to aid full comprehension and understanding. Participants will experience the inner workings of hospitality and tourism management through videos and interactive presentations which discuss what good service is.
Group discussions and practical exercises will help teams to review their current offering and make changes based on customer journey mapping and each participant will develop their communication skills through role-play, where they will accept feedback and agree to changes based on problems raised.
Course Content & Outline
- Why is it important to find the right people?
- Performance management and deciding on your objectives.
- Motivational techniques to develop team morale.
- Establishing a brand voice and gaining buy-in from employees.
- How to highlight and manage poor performance.
- Assessing financial risk.
- Auditing and providing risk mitigation.
- Creating an effective contingency plan for events.
- Health and safety considerations.
- GDPR issues and how to resolve them.
- Language barriers and how to manage complex customer needs.
- Benchmarking your prices against competitors.
- Staying within budget while still offering the best.
- How to create brand loyalty and value for money without spending.
- Finding the best employees through effective recruitment.
- Understanding what your partners are asking.
- Effective negotiation to develop a mutually beneficial relationship.
- Pitching your ideas to your stakeholders to gain investment.
- Engaging an audience and giving tourists what they want.
- Going above and beyond.
- How to alter communication styles based on customer needs.
- Maintaining an infectious motivational style.
- Building rapport with each individual.
- Customer journey mapping.
- SWOT analysis to determine the most beneficial changes.
- Asking for feedback for tourists.
- Using feedback constructively to make improvements.
- Delivering intense training.
- Upskilling employees based on customer feedback.
- Practical exercises to build morale.
- Group sessions and sharing best practice
- Developing effective marketing materials.
- Your marketing plan and roadmap.
- Making strategic alterations when things don’t go to plan.
- Innovation against competitor offering.
- Maximising sales without using hard sale techniques.
- Creating an open and inviting culture that customers can buy into.
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